No, there is nothing keeping me from an ARS upgrade to 7.x - they wanted to upgrade the Help Desk app also and I ran into problems trying to get the CMDB to install. Now that I've gained more experience through the 6.x and 7.x ITSM apps I just don't think that it will fit their needs. But I like the idea of simply upgrading the ARS and leave them be for the rest of it. As for support, well yes, they would fall off of it for the HPD part, but that's why they have me, right? Thanks! :)
Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan Sent: Thursday, February 14, 2008 10:06 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) I understand that you aren't supported for the app if you don't upgrade it. I just wasn't sure if there was something keeping Candace from moving their existing HPD solution onto the ARS 7.x platform besides app support. I didn't know if there was a core change in the ARS system that wouldn't allow the older ITSM to work on the ARS 7.x platform. ------------- Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings & Loan Association, F.A. Email: [EMAIL PROTECTED] -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell Sent: Thursday, February 14, 2008 9:57 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Correct. The ARS might be 7.x, but if the apps are 5.6, you're off the support matrix for that app. TP -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan Sent: Thursday, February 14, 2008 12:46 PM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) I haven't looked at it yet because I have too much on my plate right now as it is, but is it not possible to upgrade to 7.x ARS and keep the existing HPD system? Or are you talking about falling off App as well as ARS support? ------------- Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings & Loan Association, F.A. Email: [EMAIL PROTECTED] -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Thursday, February 14, 2008 9:31 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) LOL - No Carey, but I do support another company which is a small/mid size client. Been with them for years now really and just provide part-time (evening/weekend) as needed support (and upgrades/customizations when necessary). I so agree with what you are saying too and maybe you are right - maybe it's time for me to look for a 5.6 Help Desk 3rd party type of replacement for them, or build something from scratch. I'm petty darn sure that they can upgrade to 7.x ARS for all their custom applications, it's only the Help Desk piece I am concerned with for them. The really good news is that this client has managed to build applications supporting tech support, training, test centers, engineering, RMA and customer facing interfaces all using older ARS technology, all of which have migrated beautifully along the normal ARS upgrade paths (currently at 6x). Then we slapped Help Desk on top of all that a few years ago and everything is relatively flawless. They just don't want to fall off of support and I have a heck of a time trying to see that an upgrade on the Help Desk side is to their benefit given the huge overhead of what it is vs. what they need. Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, February 14, 2008 9:07 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Candace, So does BMC consider Verizon to be a Small to Medium company? :) Just kidding. I think the point is that the BMC OOB applications are not targeted toward that market. However, there are other partners (and non partners) that offer applications built on ARS for any market for a given task. I do not know why BMC would expect any existing ARS customer to want to "move away" from what they already have/know to something that is (even in the words of the vendor selling both products) "less" powerful/robust? And then maybe move back to the product they left "when their needs grow enough to warrant that power/robustness". However, we can only buy what they have to sell. If it does not satisfy, then we have no other choice but to look for something that will satisfy. With ARS we can either buy an application from another company or build it yourself. (At least there are options.) I wonder if there are any other companies out there that could sell you a "Magic based" application to do Process "X" for your company? If BMC does not fill the application need, then I would suggest that ARS customers turn to other vendors that are filling the need for them. Maybe it will still be ARS based, maybe not. But that is the "risk" that BMC takes when they provide no other options to their customers. (Switching from ARS to Magic or ARS to Oracle Applications may require the same amount of effort. The customer should consider all options.) I am sure BMC is aware of this condition. Obviously some existing (affected) customers will not like the options they have been given. [ Pay more(ITSM v7), or do more work(switch platforms) and get less] In short.. I think BMC is targeting "new" customers and mostly "BIG" customers at that. So the existing and/or smaller customers "get the leftovers" and may decide that what BMC has to offer is no longer "good enough" for them. Customer: Vote with your money. They will listen, or they will fade away into the distance with their head in the sand as you move your business to greener pastures. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap.... Pick two. On Thu, Feb 14, 2008 at 10:41 AM, Decou, Candace M <[EMAIL PROTECTED]> wrote: > ** > > And if it is Magic based and not ARS based, does that mean an entirely > new implementation for my small size client who needs to upgrade from > Help Desk 5.6? In other words, no upgrade path from where we are to > where we need to go? What will happen to the other 8 or 9 custom > applications currently co-residing with the Help Desk app on the same AR server? > I agree with Daniel - we want and need a Remedy based trimmed down > version of Help Desk. Call it lite or low-caloric...I don't care. I > just know some of us need it badly. Help!! Please - and thanks for > listening. > :) > > > > Candace DeCou > > DOI Remedy Systems Analyst > Verizon Business > Office: (408) 371-1112 > > Email: [EMAIL PROTECTED] > > > > Verizon Business - global capability, personal accountability. > > This e-mail is strictly confidential and intended only for use by the > addressee unless otherwise indicated ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" This message and any attachments are for the intended recipient(s) only and may contain privileged, confidential and/or proprietary information about Downey Savings or its customers, which Downey Savings does not intend to disclose to the public. 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